chapter  12
12 Pages

Financial services quality: people, processes and performance

ByKent Eriksson

Marketing research has had a signifi cant impact in helping us understand the unique features of services. One of the most important distinguishing features of services is the lack of a physical dimension. Instead, services are characterized by interactive processes. The consumer of the service and the supplier of the service jointly create the service offering an experience as they interact. A service can thus be defi ned as “a process that leads to an outcome during partly simultaneous production and consumption processes” (Grönroos 2001 : 150).